“What happened to my son was unsafe, uncomfortable and unfair,” Yamauchi said.

(Courtesy Brad Cailing)

With no help from staff aboard Flight 2047 – Yamauchi searched for help. She spoke to agents at the gate, who directed her to customer service. Who then directed her to a hotline number.

When she finally reached someone on the phone:

“I was told if we refund you anything right now, we’re going to have to cancel the rest of your flight arrangements to Hawaii,” Yamauchi said.

Flights home for an adjusted ticket price would be additional expenses on top of the $969 ticket that her son did not use.

Adding insult to injury, the man who took her son’s seat? Paid just $75.

“It’s worrisome. Everyone who has helped me so far has contradicted each other. With their suggestions, this needs to stop. United has made errors that make national headlines. yet, it continues,” Yamauchi said.

A spokesperson from United Airlines sent a statement to Island News.

“On a recent flight from Houston to Boston, we inaccurately scanned the boarding pass of Ms. Yamauchi’s son. As a result, her son’s seat appeared to be not checked in and staff released his seat to another customer and Ms. Yamauchi held her son for the flight. We deeply apologize to Ms. Yamauchi and her son for this experience .We are refunding her son’s ticket and providing a travel voucher. We are also working with our gate staff to prevent this from happening again.”